Every customer writes in their language.
Answer them in theirs.
On the Costa Blanca, one restaurant can get reviews in Spanish, English, Dutch, German, French and Swedish in a single week, spread across Google, TripAdvisor, Booking.com, Trustpilot and Facebook. We watch all of them from one place, reply to each author in their own language and tell you every month what keeps recurring. You get on with running the business.
The problem is not one bad review, it is not seeing them all
The owner checks Google now and then, but the review that matters most for a hotel sits on Booking.com, the British tourist wrote on TripAdvisor, and a Dutch neighbour’s complaint has been on Facebook for three weeks with no answer. Each platform has its own login, its own alerts and its own way of replying, and in high season nobody has time to open five of them every morning.
Then there is language. Google translates the review for the reader, but the owner’s reply is read exactly as it was written. Answering a German guest in Spanish when she complained in German tells her you never read it. And replying to a harsh review in the heat of the moment, or with a pasted “thank you for your feedback”, is worse than silence: everyone who comes after reads it.
What we do, in four steps
Every platform in one list
We bring together the accounts where you are rated: Google, TripAdvisor, Booking.com if you offer accommodation, Trustpilot and Facebook. Every new review lands in the same list with its platform, language and rating, so none goes unread.
A reply in the author’s language
We answer in Spanish, English, Dutch, German, French or whichever Scandinavian language they wrote in, in your voice and without templates. The Google profile itself and how to collect reviews are covered on the “Google profile and reviews” page: here we work on what is already published.
Criticism, and reviews that break the rules
A sincere complaint gets a calm answer, with facts and a way forward. If a review breaks the platform’s rules (it is not about your business, it comes from someone with a conflict of interest, it insults or it exposes personal data), we report it through the official channel and follow the case.
What reviews say about your service
Each month we send you a summary: what keeps coming up, in which language, on which platform. If several guests mention the wait at reception or the noise on the terrace, you hear it before the next customer reads it.
Included
- Monitoring of Google, TripAdvisor, Booking.com, Trustpilot and Facebook
- A reply to every review in its author’s language
- Sensitive replies approved with you before they go out
- Reporting of reviews that break the platform’s rules
- A monthly summary of recurring problems
Not included
- Writing, buying or commissioning fake reviews: European law forbids it and the platforms remove them
- Deleting a sincere negative review, because no platform does that and nobody should promise it
- Offering discounts or gifts in exchange for a review, which Google’s rules forbid
How long it takes
Setting up takes the first week: access, a single list and a reply tone agreed with you, with examples in each language. From then on we answer new reviews as they come in. Your first summary of recurring problems arrives at the end of the first month.
What it costs
It is part of our Google profile and reviews service: from 59 € a month before VAT (71.39 € with VAT), because reviews arrive every week and not once. If we do not manage your profile yet, set up is 290 € once before VAT (350.90 € with VAT). With several platforms or premises we give you the exact figure in writing before we start, and from then on it does not move.
See all pricesFrequently asked questions
What Costa Blanca businesses ask us most.
How is this different from the Google profile service?+
The “Google profile and reviews” page covers the profile itself and how to get reviews from real customers. This one covers what happens next, on every platform: watching them, answering in each language, handling criticism and drawing conclusions for the business. You can take them together or separately.
Can you remove a bad review?+
Only if it breaks the platform’s rules: content not about your business, a conflict of interest, insults or personal data. In that case we report it and the platform decides. A sincere negative review is not removed: it is answered well, because everyone who comes afterwards reads that reply.
Do you really reply in Dutch, German or Swedish?+
Yes. We reply in the language the customer wrote in, Scandinavian languages included. Every reply is drafted and reread before it goes out: an unchecked machine translation shows, and in a public reply it shows even more.
What does the law say about reviews?+
The European directive (EU) 2019/2161, known as Omnibus, forbids publishing or commissioning fake reviews, and requires a business that displays reviews to say whether it checks they come from real customers, and how. Spain brought it in through Real Decreto-ley 24/2021, which amended the general consumer protection law. Google, for its part, forbids offering anything in return for a review, and asking only happy customers.
Do you publish replies without me seeing them?+
The routine ones, yes, within the tone we agreed with you. Sensitive ones (a serious complaint, a claim, anything close to legal ground) we show you first. You decide how far we answer on our own, and you can change that whenever you like.
Shall we look at what people say about you?
We go through your reviews with you on every platform you appear on and show you which are still unanswered and what keeps coming up. It is free and commits you to nothing.